Customer Service Engineer

Issac Johnston

**** **** ***** ** ( Estill Springs, TN ( Phone 931-***-****

JOB OBJECTIVE

IT Support Technician

Work Experience

****-**** ********* ******* *****, Tullahoma, TN

Technical Support Engineer- Fiber Dept.

( Responsible for answering help desk calls and providing desktop

support Microsoft Office and other applications.

( Manages over 2,000 customer accounts.

( Responsible for the installation and maintenance of PC's, VOIP

lines,

and IPTV.

( Provides support to customers for LAN/WAN management.

2002-2007 T-Mobile Nashville,TN

Customer Care Rep- September 2001 - January 2003

. Acting as a customer advocate

. Finding solutions to many different types of customer issues and

implementing those solutions.

. Contributing to a team environment

. Exceeding company set goals

Advanced Care Rep- January 2003 - February 2003

. Using company guidelines along with personal skills to retain

customers.

. Solving complicated issues for customers

. Troubleshooting Wireless Data related problems

. Working with peers to further develop their skills

. Acting as a advocate to newly hired employees

. Working on special projects to help promote and reward success

. Exceeding company set goals

. Contributing to a team environment

Senior Rep- February 2003 - September 2007

. Provides customer satisfaction through effective and timely resolution

of a variety of customer inquires

. Uses the automated and training tools provided to deliver exceptional

customer service

. Demonstrates consistently positive and cooperative behavior with

customers, coworkers, and management.

. Contributes to additional projects as assigned.

. Directly supervising a staff of 20 customer service representatives.

2000-2002 Dell Computers Brunswick, ME

Customer Service LVL 2

. Troubleshoot basic computers issue with Dell computers.

. Assisted Customer with after sales issue including missing equipment

or damager on delivery.

. Added and removed Dell Computer catalog requests.

Floor Supervisor for workforce

. Oversaw staffing needs for the call center in Brunswick and Augusta

ME.

. Forecasted calls basted on current and historical trends in the

operation.

( Worked with National Workforce team to schedule meetings and

trainings.

1998-2000 Microsoft Brunswick, ME

. Customer Service needs for MSN and other Microsoft products.

. Troubleshooting Email and wired and wireless access points for

Customer base.

Worked with customer to assist them with further Microsoft

purchases.

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